Most Frustrating experience I have ever had with an Insurance Company
I have 3 cars currently insured with CGU and will be ceasing all policies after this claim is finalised. My 18 year old son crashed his car into a tree on 23/01/2021, we rang to make a claim on 25/01/2021. The call was taken by an offshore call centre who are clearly given scripting they are not allowed to sway from. When I asked what I needed to do to get the process rolling I was told to wait for a call with the next steps of the process. I have followed up daily with what is required (luckily I an on annual leave ) but am told the same ...thing every time. My son obtained a Police Report and I emailed that together with the registration documents as requested and called on Tuesday 9/02/2021, to confirm they had been received. I was then told CGU would need to obtain a copy of the Police Report and this would be requested by another team. I have called today to follow up and have been told this has not been done. I then called another number to see if I could get any further information only to be told that the claims team now need a Version of Events from my son ( who is at work ). He assured me he would be calling the claims team and have someone call me back. This has not yet happened and in my opinion I would have thought this would all be in the Police Report anyway. Update , today I went to the Police Station to follow up on the Police Report and they advised me an Insurance company are unable to request a copy of the Police report due to Privacy and if it is required we would have to complete an application, pay $79.50 and it takes about 2-3 weeks to get. They are unsure why this is required and advised the Version of Events should be adequate. Called CGU back and again was advised they would email the review team with this information, as they are unable to transfer. Very Very poor service. Today is 18/02/2021. Still no closer to finalising the claim.
"The Most Appalling Service & Attitude" Insure At Your Peril
I have never left a negative review for any business nor have I ever been driven to do it and sadly this is the first, I must say first it was somewhat soul destroying to see just how many bad reviews are on here I gave up reading after the 2nd page, how very shameful.
I have 3 comprehensive policy's with CGU 2 x Car & Contents, 3 weeks ago I had an altercation in a carpark, the other vehicle claimed I reversed into them, I maintain I had reversed out and was stationary with my foot on the brake and engaged in drive, story too long but the othe...
IT IS LIKE HAVING NO INSURANCE - DON'T WASTE TIME / MONEY HERE
I had an accident Thursday, whole front damaged from minor impact! Called CGU within 20 mins. They first said they wanted me to drive to a repairer, 20 mins away. I said too much damage, towage needed. They said they arranged but when I didn't get any tow the next day called and had to go through whole claim again! What? From here they said their 'repairer' is who I need to contact. It has been a week - no one rings me at all. I advised the repairer it was urgent as I am a single parent with no other car. They "are waiting on parts". T...his is all they say. No times given, no damage advised, no parts they need. It is a Hyundai I20 not a weird model hard to get parts for. Day 6 I try to contact CGU adv it is taking too long. They get my claim number, I say for car accident, they transfer me to contents, who transfer me to switchboard who ask my questions again and then send me to the area to take my details to get the 'case manager' to call me the next day, this took 25 minutes!!! Yes it is that inefficient. I didn't get a call by 10:30 and called to speak to a different CGU consultant. He called the assessor and was advised they are waiting for parts. They order parts 'in bulk' so wait for enough jobs to order the parts, they don't just order MY CAR parts. So, I have to wait for enough people so they can save on postage! Given options by consultant. Option 2: I was offered getting my own repairer but have no list of parts or damage AND CGU advised their own assessors will then take 5 business days to assess if the repairer I choose, can be used. Even though the car has already been assessed (and no information given to me), CGU will not accept another repairer without making me wait a further 5 days for their assessors to read the new repairers report. Or option 3: CGU can use another CGU approved repairer. Consultant said he will ring ‘another repairer’ and came back to advise if they don’t have parts. I find it a bit strange that CGU and I have not been advised what parts are needed, yet the new repairer doesn’t have them anyway. It is now day 7. I used to order parts and don’t wait longer than a couple of days for standard models, this seems very unprofessional. Once they have your car to be repaired the consultant said it usually takes between 7-31 days to repair (and no car offered), I won’t use them ever again. To offer this low service when you actually need them, is unreasonable. The customer has no control or say at all.
- Comprehensive Car Insurance
- Verified customer
Quick Service PLEASANT Claim
I was at fault in a accident last Tuesday 12 January 2021. Car was assessed as a total loss on Friday 15th Jan. 20 January claim was settled and awaiting funds to turn up now in my bank. Quick Service and turn around. Friendly claims team who treated me courteously throughout claims procedure. From the initial call day of accident, I was shaken up from the accident while lodging my claim. They treated me with dignity from the start. Next car will be insured again with CGU. Highly recommended in your time of need.
Never use this company
Worst ever - I had my CC stolen so wanted to change my card details - what a carry on - the end result was that I was refused the information - My insurance was due yesterday I wanted to pay money and they refused. WTH kind of company is this?
I own a, now struggling small vehicle detailing business in Victoria. Just when you think that your up against it, being locked out of work, limits placed on you to restrict your right to trade, then this happens. A collision with the residual debris of storm damage on a country road led to, what I originally believed, minimal damage to my work vehicle. At first I wasn’t too concerned because I took refuge in the fact that I was insured.
This incident occurred on the 2nd September, I subsequently made a claim to CGU insurance on Thursday th...e 3rd and took advice to have the vehicle assessed for repair at the local panel shop. The quotes were sent to the assessor and forwarded to the insurer. The assessor contacted me by phone on Friday afternoon of the 11th to inform me that the cost of repair was too great and they decided to write the vehicle off. I was offered a payout figure of $13,000 of which he told me was generous. I even made an appeal to the assessor for me to tip in $2,000 to cover some of the repairs, just so I could keep my business running, even this was denied. I made my own inquires, being in the vehicle industry, and easily obtained a value of between 17K to 21k. I sent this information off the insurer, insulted that they had attempted to, “low ball”me. The claims dept finally contacted me stating that the offer was good attempted to justify it. I, wrongly assumed that I would be amply covered either for repair or of value to replace my work vehicle. Instead, because I countered the offer as mean spirited I received an email late this afternoon, stating that a review would be underway and would be contacted between 5 to 10 days. They know full well that I desperately require a vehicle to enable my business to operate sufficiently, all be it at a limited capacity. My attempt to implore the insurer to come to a speedy resolution fell on deaf ears. I suspect that the insurer is using these stalling tactics to wear me down and break me to bow to their initial offer. We have attempted to keep business, “ticking over” in the hope that we will soon be able to function viably once again. Never would I have believed that an insurance company would be the downfall of my once profitable business. 5 to 10 days more, after an already 2 week delay on settling this matter will probably finish my business and leave the 2 staff I have left unemployed along with myself. These people need to be exposed for the bully tactics they use to minimise their responsibility to the insurer.
BUYER BE AWARE . NOT WORTH IT.
My vehicle was with CGU as they are the sub company people's choice uses along side car loans. Cheap, they insure drivers under 25 with higher level cars.
BUT, as soon as you have to CHANGE details they are even too incompetent to update your details. 8 months! Yes 8 months! It took them to change my address (which was in a new state), my number plates and my phone number???
Good thing I never had to claim as I've never been in an accident (touch wood) but please beware of this useless company!!!! The customer service is AWEFUL, rude and b...elow average attitude comes from anyone you speak to. I was so happy to leave that company behind as my vehicle is my absolute pride and joy and I'd hate to see what happen if one did ever had to make a claim if it takes 8 months of constantly having to call up and check or change details. This company is beyond useless.
My car was a right off after a lad ran into car I was paid out in 8 days cgu did what was needed service was prompt and courteous obligations fulfilled
3 months and still waiting
CGU we all know what those letters truly stand for C+++s give ulcers. I had the unfortunate scenarion to have a second car stolen in 5 months as well as a contents claim for the same night Incident, and here it is 3 months later and I am still left with being no closer to having this matter resolved . While I have been luck enough to have a great friend who lent me money to buy an old bomb until I get paid ouyt its noytgood enough CGU get your act together and stop complaining that I paid so much for the car yet insured it for the agreed value that you were offering on your website. If I dont get itt resolved soon I will instruct my lawyer to sue you in court for the full amount plus their fees and court costs
STAY AWAY FROM HBF & CGU
They took 2 policies out of direct debit from my car for over 16 months.
I have one car one driver. Instead of cancelling one policy they kept deducting monthly for 2 policies. Only found the issue when I reviewed the policy cover. The policies were sold by HBF. After finally resolving issue. No apologies were given, a cheque was issued with a wrong name, no loss or compensation was offered or provide and on top of that to disgust, HBF sent a letter to charge me for cost of policy increase as my car insurance was removed from my multi policy discount. Never again with HBF or CGU!
Very price orientated Insurer and NO loyalty or incentive considerations for the Customer
Bought my car from Mazda in 2013 with CGU Insurer suggested for my Comprehensive Car Insurance. I have been with them for 7 years now and all these years, I get an increase on premium with no reason why. Initially I thought it's part of inflation. And then I found out this week from my partner that his Insurance has given him discount and he gets that almost every year. I was like, "what? how?"... I had never claimed for anything, I have not had any accidents (God forbid! #KnockOnWood), has a Driver's rating of 1. I don't get it and yet I p...ay more?? So I called them yesterday and said I am cancelling my insurance. The Insurance representative (bless him) just took my request without questions and just allowed me to leave. I felt betrayed, this Insurance Company simply has no loyalty to their Customers and have happily taken money from my account monthly --> talk about Customer service!
3 months without car because of minor damages under $ 3000
My car was stolen and when it was recovered it was towed to CGU's authorised repairer - 40kms from the city in an area with no accessible transport. After 12 weeks and weekly phonecalls to ask for progress reports I finally get my car back. 12 weeks- must have been a lot of damage I hear you ask? The damage bill totalled $2600, mostly paint for some scratches and new keys. So for 1/4 of the year I had no car and no compensation. Worst insurance company I've ever had the misfortune to deal with.
- Car Insurance
- Verified customer
My parked car got hit by an old man just before Christma, unluckily CGU happened to be the insurer for the old man. My insurer is waiting for them to acknowledge liability and pay for a straight forward incident, but never happened!
If you have any issue with these clowns regards the following:
-If you gave instructions and they weren’t followed.
-Where you dispute liability for a car accident or insurance excess.
-Delays in making a decision.
Try to make a complaint online directly to AFCA (Australian Financial Complaints Authority)
If I could give zero stars I would
My car sustained a substantial impact at the front when someone reversed with quite alot of force into my car(the person who hit me is a paramedic and was responding to a job). This resulted in my car being pushed back into the corner of a trailer. The at fault party confirmed this with cgu. I requested to have the matter escalated and cgu refused, telling me that I had no option for review. It was not until my bank steped in to help me that cgu agreed to escalate the matter. Cgu have now had my car for over 3 weeks and are still refusing to fi...x it. Cgu's statement is 'it is not physically possible for a car to be pushed backwards if it is hit' and whatever the assessor says goes. I now have to take the matter to the AFCA to have the matter reviewed by a competent independent person. 40 years my family and I have been with cgu with more than 10 policies and this is how they treat customers. Please do you self a favor and choose a competent insurance company that do not blatantly accuse their not at fault customers of lying and fee you crap to try and dodge their responsibilities. Due to the appalling service from cgu I have been without a car for over 3 weeks, I cannot work because I have no car to get there, my daughter has lost her place at kindy because i have no income to pay her fees and I am coming close to loosing my house. And guess what cgu dont care in the slightest. Cgu have definitely lost my business
They are lazy, inefficient, liar and time killer. Keep me on hold everyday for 20/30 mins and nobody talks to me finally. Such a rubbish company in Australia, can't believe it!
On hold for 3 hours
Lodged claim for the hailstorms in Canberra on 20 January 2020. I have been patient given the number of vehicles affected and claims. My vehicle was assessed for write off on 15 February 2020. I have called CGU twice this week and on the first day 18 February 2020 I was on hold for 3 hours and did not get to speak to anyone at all. Wasted 3 hours of my day. The next day I called, I was advised that the reason was that they haven't processed the claim was because they were waiting for me to surrender the vehicle. How is a client suppose to know ...to surrender the vehicle when they have not been instructed to do so and have not been given the information of where to surrender the vehicle. So apparently even when you take the initiative to seek information and the progress your claim, they like to waste 3 hours of your day. My vehicle insurance has been with CGU for 10 years and this is the type of service you get when you have been a loyal customer. Its a real shame.
Horrendously Slow Claim Process!
Lodged a claim on 20th January for hail damage, was told the "partner" repairer will contact me within 24 hours to book for an assessment. 2 weeks later receive a call from repairer whilst i was having in a meeting and couldn't pick up. Try to call back repairers to no avail, as i keep hearing the automated message. Called CGU if they can help me book the assessment on my behalf they said no and apparently the best they can do is send an email to repairer which i already did and obviously repairers don't reply emails too. It's been one month my car have not been assessed for damages can't wait to see how long it takes to get my money back from CGU if my car gets written off.
Poor customer service, family left high and dry, do not use CGU for Car Insurance
I was rear ended by another driver, we exchanged details and claims were lodged. The initial claim process with CGU was quick as the other drivers insurance company was liable for all the damages. CGU only offered two possible repairers, neither of which were close to my work or home which was a huge inconvenience.
After the car was inspected by the crash repairer, CGU were notified that my car was going to be off the road for at least a week. CGU said the only thing they would do for me and my family was provide me with a $50 cab voucher so I...could get to work or home from the crash repairer, they would not provide a hire car and they would not request the other insurance company provide me with a hire car even though the other driver was liable. After ten+ years of paying my premiums to CGU they have let me and my family down when we needed them most. They have lost our trust and business and we would not recommend that anyone uses CGU to insure their motor vehicle(s) in South Australia.
Shocking experience avoid at all costs
Would give Zero stars if I could. My car was damaged in the Canberra Hailstorm on the 20th January. Clearly will be a write off.
Claim lodged within 2 hours of the storm. Claims person passed on the wrong information to the outsourced assessor they used. And to the tow company. Two more hours on the phone to sort this and arrangements finally made for car to be towed. No communication from CGU or tow company about where the car went. More hours spent on the phone to determine location.
I’m now told my car has been booked in for assessment on ...
Terrible lied to me many times. Complaints handed poorly.
Went through our bank for car insurance with CGU. This was a mistake. CGU are dishonest, slow, inefficient and apathetic. We are currently working through a claim. CGU for the most part won't communicate with us, referring us to the repairer. The repairer refers us back to CGU. Our car is likely to be written off, but no one will communicate when an assessment will be completed. Avoid CGU, we are in the process of pulling all our policies from them. Couldn't imagine the people who lost houses in fires with CGU are dealing with.
Questions & Answers
Looking at all the reviews in product review - and if these are typical of how this company operates - I don't really understand how CGU remains in business!
I already have a car insured with CGU, but haven't as yet needed to make a claim....one might say thank God for that, because going by the reviews my chances for a satisfactory outcome - should I be involved in an accident - appear rather limited.
I was looking to insure a second vehicle, hence the hunt for an appropriate insurer, but I'm left wondering if I should cut loose CGU altogether and try for another company with much better outcomes.....
What assurances can CGU give me that I won't simply be wasting my time flogging a dead horse should I continue with CGU? You are the cheapest insurance I have found so far, but as an insurance company - is that ALL you are? Thanks Warren Harvey
Hi Waz, thanks for leaving us a question here. Unfortunately people often come to ProductReview after a claim that they aren't completely satisfied, but very rarely do after thousands of great claims outcomes that we have each year.
We are very proud of our customer service and claims experience and I personally don't hesitate to suggest it to my friends and family.
I am happy to hear that you haven't yet had to make a claim, but I am sure that you will be very satisfied with our help if you ever do need to.
Merry Christmas! -Nathan
Thanks for the quick response Nathan. I do so hope you are right, because we have elected to continue with CGU insurance for our second car. However it does bring to mind that quite some years ago, the roof on our house needed replacing after a hail storm. Indeed, after reporting the incident we did get the job done courtesy of CGU insurance - twelve months later! CGU had forgotten us! So one might say - watch this space!
Can you apply for an over 50 discount on landlords building and contents cover?
I understand that you're dealing with tens and thousands of claims due to unprecedented events recently. But I believe, there's no excuse when it comes to not resolving the problem on time. You guys have no patience when it comes to grabbing money from us. I pay over $2k for my AMG. I'm a disappointed customer just like thousands of others. I thought I was in the better hands due to the hefty premium I was paying. Now, I was wondering how long does it take to process a writeoff and replace my car with a new one with the current backlog? I need a genuine answer because I found a car to replace (same make, model & spec) and I'm happy to put a deposit until you sort out the payment for it. Please advise me correctly so I can work things out my way or else this won't get solved for months.
Hi Don, I unfortunately won't be able to answer that because every single claim is different. If you would like to me to escalate your claim and have someone call you about your write off vehicle can you please message us on Facebook http://bit.ly/2pbDydv and let us know you're from product review. ~Natalie
|Category||Car Insurance||Car Insurance||Car Insurance|
|Other Insurance Types Offered||Home and Contents and Travel||Home and Contents and Travel||Home and Contents and Travel|
|Coverage Type||Comprehensive||Third Party, Fire and Theft||Third Party Property Damage|
|Underwriter||Insurance Australia||Insurance Australia||Insurance Australia|
|Legal Liability Cover||30000000||30000000||30000000|
|Roadside Assistance||Not Offered||Not Offered||Not Offered|
|Reduced or Zero Excess Windscreen Cover||Reduced Excess Optional Extra||Not Offered||Not Offered|
|Choice of Repairer||Allowed||Allowed||Allowed|
|After Accident Care|
|Hire Car after an Incident|
Optional, up to $100 per day for up to 21 days until:
|Emergency Transport & Accommodation||Included, up to $500 if you vehicle is damaged in an incident more than 100km from home||Included, up to $500 if you vehicle is damaged in an incident more than 100km from home||Not Included|
|Towing Costs||Included||Included||Not Included|
|Hire Car after a No Fault Accident|
|Essential / Emergency Repairs||Included, up to $800||Included up to $800||Not Included|
|Pay As You Drive / Fixed Kilometre Discount||Not Applicable||Not Applicable|
|Hire Car after Theft|
Included up to $100 per day up to 21 days until:
Included up to $100 per day up to 21 days until:
|Lock and Key Replacement||Included up to $1,000||Included up to $1,000||Not Included|
|Transit Cover||Not Applicable||Not Applicable||Not Applicable|
|Trailer & Caravan Cover||Included up to $1,000||Not Included||Not Included|
|Child Safety Seats and Prams||Baby Seat Replacement Included||Not Included||Not Included|
|New-for-old Car Replacement|
Included, if the vehicle is a total loss as a result of a covered incident. Your vehicle may be replaced:
|Personal Property Cover||Included up to $1,000 per claim||Not Included||Not Included|
|Uninsured Motorist Benefit||Not Included||Included up to $5,000||Included up to $5,000|
|Accidental Loss or Damage|
|Malicious Damage / Vandalism||Included||Not Included||Not Included|
|Collision||Included||Not Included||Not Included|
|Natural Events||Included||Not Included||Not Included|
|Theft or Attempted Theft||Included||Included||Not Included|
|Manual||Download manual||Download manual||Download manual|
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